Not sure Cisco CCR is right for you and your organization? The technical overview describes the basics: how to use, where it fits in the architecture, and some requirements.

Cisco's Contact Center Enterprise databases contain extensive detail and interval data about activities at the Cisco IVR (Customer Voice Portal or IP-IVR), agent and call activity as well as information about chat and email activities in the contact center. This area is intended to share information and sample reports, and answer questions about Cisco Contact Center Enterprise databases.

Unified Intelligence Center is built on an extensible interactive web framework, which allows partners and customers to extend the boundaries of traditional contact center reporting to an information portal where data can be integrated from multiple sources and shared throughout the organization.

Key features include:

User-defined access control for reports, dashboards, and individual rows of data/li>

Platform for reporting on third-party data

Beginning with Contact Center Enterprise Release 8.0, Cisco Unified Intelligence Center Standard is delivered as part of Contact Center Enterprise. Cisco Unified Intelligence Center Premium is available for purchase or as an upgrade to Intelligence Suite 7.5.